Create an engagement

---
title: Create an engagement
description: Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-create-engage.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Manage engagements, Customer success, Use, Customer Success Management]
---

# Create an engagement

Create an engagement record that centralizes all internal and external activities that are involved in the customer success journey.

## Before you begin

Role required: sn\_acct\_lc.customer\_success\_agent

## About this task

After the account onboarding has been completed, the next step is to create an engagement that will include the customer objectives and outcomes. An engagement acts as an umbrella record and provides internal and external stakeholders with a view of the current and historical state of the customer success journey. It also helps drive actions and workflows that are part of the customer success life cycle.

## Procedure

1.  Navigate to **Workspace** > **CRM Workspace** and select the **List** icon.

2.  Navigate to the **Customer Success** > **All Engagements** and select **New**.

3.  On the form, fill in the fields.

<table id="table_olw_rwv_zbc"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Number

</td><td>

System generated unique number for the engagement.

</td></tr><tr><td>

Account

</td><td>

Select the account number of the enterprise customer from the list. This is a required field.

</td></tr><tr><td>

Parent

</td><td>

Relationship of parent and child between engagements.

</td></tr><tr><td>

Account manager

</td><td>

Main internal stakeholder responsible for the account.

</td></tr><tr><td>

Customer success manager

</td><td>

The primary internal stakeholder who is in charge of driving customer success for the account.

</td></tr><tr><td>

Key customer contact

</td><td>

Main external stakeholder responsible for the account.

</td></tr><tr><td>

Squad

</td><td>

The supporting team members handling the account.

</td></tr><tr><td>

State

</td><td>

State of the engagement record. This can be:-   New
-   Define
-   In progress
-   Canceled
-   Closed


</td></tr><tr><td>

Stage

</td><td>

Current stage of the engagement life cycle. This can be:-   Initial onboarding
-   Adoption
-   Expand
-   Renew
-   Lost


</td></tr><tr><td>

Perceived health

</td><td>

Perceived health of the engagement. This can be:-   Unknown \(this is the default\)
-   Red
-   Yellow
-   Green


</td></tr><tr><td>

Initial onboarding

</td><td>

Select the initial account onboarding case associated with this account. This is a required field. To associate more onboarding cases with the engagement, see [Link an engagement to an onboarding case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-link-engage-onb-case.md).

</td></tr><tr><td>

Initial go-live

</td><td>

The customer's initial go-live date.

</td></tr><tr><td>

Renewal date

</td><td>

The renewal date for the customer contract.

</td></tr><tr><td>

Title

</td><td>

Enter a title for this engagement record. This is a required field.

</td></tr><tr><td>

Watch list

</td><td>

Select the users who should be notified of any updates to the engagement record.

</td></tr><tr><td>

Work notes list

</td><td>

Select the users who should be notified of any updates to the worknotes.

</td></tr><tr><td>

Description

</td><td>

Enter a description for this engagement record.

</td></tr><tr><td>

Work notes

</td><td>

Any internal notes regarding this engagement.

</td></tr></tbody>
</table>4.  Select **Save** to create an engagement record.


## What to do next

After you have created the engagement, you can create objectives, outcomes, touchpoints, and risk signals for the customer account associated with this engagement.

**Parent Topic:**[Manage engagements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-manage-engage.md)